Addtional questions on SC+

1. We think it would be a good thing if a customer had the opportunity to reply on a request directly in SC+, in the same that he can add a note. But maybe there is some explanation on why you can�t?

2. Due-date is an important-field. I�ve noticed that you can edit this field. If you edit this field does it affect the SLA-reports as well? Or is it the set SLA (support plan) that calculates if a request has been overdue regardless if the due-date field has been manually altered.
3. We think it should be possible to in the �Role�-set-up, say that only certain groups can change �due date�.
4. We also think it would be a good idea if you in the request-tab somehow can see if you�ve requests that for instance has new replies or notes that hasn�t been read. Alternative an additional field �Last Update�, which states when the last change has been made on the request. Because in our reality we can for instance have a request that are set to �Awaiting info from customer� and sometime it can go weeks before we get any replies, then it would be good if you got some notification that the customer finally has replied.

Thanks Per